This position is primarily responsible for the effective operation of Stanford’s EMC Smarts application. In addition, the incumbent will provide application support (either primary/secondary) for Unanet Time Tracking system, Infra Change Management system, DocuShare, Pinnacle, Stanford Email & Calendar (Zimbra), and any software that the organization decides would be best administered by the Application Support Team. The overarching goal of the position is to provide leadership for the deployment and effective operation of these applications at Stanford, including system configuration, operational processes and procedures, user training and education, and marketing such applications. The position reports in the Application Support group within the Computing Services organization in IT Services.

Application Administration
Manage the care and feeding of all applications supported by the group. Manage distribution of user licenses and oversee adequate supply of licenses.

Make necessary data configuration changes to the application as requested by service providers; add menu selections, auto-routing rules, etc.

Add new users and groups as needed.

Monitor load and system error reports, prune log and transaction files.

Answer questions on application features and monitor Application Support queues.

Serve as an expert resource for the applications: be able to demonstrate best practices in their use, be able to teach classes and write documentation to describe effective use of the applications.

Work with the IT Services application programmer(s) to prioritize and coordinate their work: bug fixes, feature enhancements, upgrades and patches, etc.

Regularly convene the corresponding Advisory Group, cross-campus groups representing key users of the application, in determining application features, prioritization of requested changes, etc.

Monitor software improvements and future product direction, and provide guidance to Stanford as to future investments in primary applications or related technologies.

Reporting and Metrics
Serve as a technical resource with respect to reporting out of the applications, and be able to produce reports, both canned and ad hoc, for requesters. Be able to demonstrate effective reporting strategies and processes.

Analyze and report back to clients and IT Services on key operational and customer metrics and dashboard performance indicators. Work with all of IT Services in ongoing efforts using metrics to assess the level of client satisfaction, support response times and service levels to ensure that IT Services is responsive to clients.


Establish relationships with other organizations on campus and peer institutions to better understand and manage service request options, metrics and service levels as a function, as well as to understand services, needs, trends, and concerns.

Configure appropriate Service Level Agreement measurements in the HelpSU application to measure and monitor agreed-to service commitments for various clientele.

Prepare options and make recommendations for product and service improvements, based on data and impact analyses, and present these to the Executive Leadership of IT Services.

Knowledge of, and ability to research, knowledge management solutions and options for tying same into Stanford's IT support structure. Work with other service providers in a collaborative way to establish enterprise-wide knowledge management options for consideration.


Qualifications:
• Expert level mastery of the EMC SMARTS application in a diverse environment is required.
• Detailed understanding of hardware and application components that may be monitored, and how they interface with SMARTS is required.
• Experience with reporting KPI’s and Metrics from EMC SMARTS is required.
• 7-10 years experience in customer service or IT support
• 2-5 years experience with implementation and/or support of a major system supporting a complex, distributed organization.
• A good awareness of Stanford’s organization structure and support model. (Both IT and non-IT related).
• Knowledge of and familiarity with Help Desk and customer service best practices. Familiarity with the ITIL (Information Technology Infrastructure Library) model and its processes desirable.
• Knowledge of Remedy Help Desk (specifically) or request tracking systems in general.
• Knowledge of Unanet Time Tracking system, Infra Change Management system, DocuShare, Pinnacle, Zimbra or other similar applications.
• Excellent knowledge of Microsoft Excel, including advanced features of charting, data subtotaling and pivot tables, publishing to the Web, etc.
• Experience working in highly complex policy and organizational environments
• Business analysis and solution design of complex systems and processes
• Establishing priorities, developing long-range plans, exercising good judgment
• Ability to establish effective, ongoing relationships with clients, staff and management
• Broad comprehensive knowledge of administrative automation systems and emerging technology solution
• Ability to work effectively and collaboratively with a minimum of direction
Strong organizational skills
• Excellent written and verbal communication skills
• Demonstrated ability to be successful in a highly complex implementation project